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Creator III
Creator III

Tickets updates met/ missed SLA

Hello,

I need to produce a report with the Met and Missed SLA for a support team.

They need to update the tickets every 12 hours, 24 hours,  24 business hours and 7 business days by Severity to met the SLAs.

Severity 1 every 12 hours,

Severity 2 every 24 hours,

Severity 3 every 24 business hours,

Severity 4 every 7 business days.

I have a table which hold the last date and time when a ticket was updated, how  I can solve this problem in Qlikview?

Which functions I need to use to calculate this?

Thanks in advance!

4 Replies
Champion III
Champion III

try this way

count({<Seviority={'1'}>}if(UpdatedDate=Date,[TicketNumber]))

like for all seviority's

Creator III
Creator III

I need to calculate the difference between the time now and the time when the ticket had been last time updated. something like this:

Capture.PNG

Specialist III
Specialist III

hello

you can use

now(1)- Date

but be aware of :

The time functions e.g. Now() and Today() will be evaluated whenever a recalculation is required.

Especially the Now() function can become quite costly since it causes a recalculation of the application

Creator III
Creator III

I can do this only for 12h and 24h, I can't do this when I have 24 business hours or 7 business days.

thanks